EXL—Assistant Manager

Job description

Description: The Assistant Manager / Lead Assistant Manager is responsible for managing day-to-day contact center operations for US Life Insurance voice processes. The role ensures achievement of service levels, quality, productivity, customer experience, compliance, and people objectives while providing effective leadership to associates, senior associates, SMEs, and support functions. Requirements: - 4 to 6 years of overall experience in contact center, customer service, or US Insurance operations. - Minimum 2 to 3 years of direct team-handling or supervisory experience in a voice process. - Experience managing operational metrics, coaching employees, controlling attrition, handling escalations, and supporting client interactions. - Hands-on exposure to Life Insurance and/or P&C customer servicing is preferred. Educational Qualification - Graduate in any discipline; Business Administration, Commerce, Finance, Insurance, or a related field is preferred. - Insurance certifications such as LOMA, AINS or equivalent will be an added advantage. Responsibilities: - Manage voice operations teams and ensure achievement of SLAs, service levels, productivity, quality, customer experience, and turnaround-time targets. - Monitor calls, transactions, queues, and performance trends on an ongoing basis and take timely corrective actions or drive incremental improvements. - Plan staffing, schedules, break adherence, queue coverage, workload allocation, and daily operational priorities. - Review performance dashboards and implement recovery plans for SLA, quality, productivity, or customer-experience gaps. - Ensure effective handoffs, accurate call documentation, and timely closure of customer requests.